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CLIENT OVERVIEW

Our client is a renowned multi-speciality hospital chain based in India. With multiple locations and a high patient influx, the hospital focuses on providing top-tier medical services. However, they encountered significant challenges in patient engagement and communication. Managing appointments efficiently, responding to patient queries on time, and ensuring compliance with data privacy regulations were key concerns. Due to these issues, patient satisfaction was declining, and the hospital was experiencing a high rate of missed appointments.

CHALLENGES

Before implementing Lead Manager Ninja, the hospital faced multiple communication roadblocks:

  • High Appointment No-Show Rate: The absence of automated reminders led to frequent missed appointments, affecting both patient health and hospital revenue.
  • Inefficient Patient Query Management: The hospital’s support team struggled to handle patient inquiries across multiple communication channels, leading to delays and dissatisfaction.
  • Compliance and Data Privacy Concerns: Handling sensitive patient information required a secure and encrypted communication platform to adhere to healthcare regulations.

OUR SOLUTION

To address these challenges, we integrated Lead Manager Ninja within the hospital’s CRM system, leveraging Salesforce messaging capabilities to automate patient communication and engagement.

  • Automated Appointment Reminders: Patients receive timely WhatsApp and SMS reminders for their appointments, reducing no-shows and ensuring better scheduling efficiency.
  • AI-Powered Patient Query Handling: An AI-driven messaging assistant handles patient queries in real time, reducing the manual workload for hospital staff and ensuring faster responses.
  • Secure Communication: End-to-end encrypted messaging ensures patient data privacy and compliance with healthcare regulations, mitigating security risks.

Qualitative Results

Before
After
Missed Appointment Reduction

Before: 40% missed appointments

After: 16% missed appointments

Result: 60% reduction in missed appointments
Patient Query Response Time

Before: 20 minutes response time

After: 5 minutes reduced time

Result: 75% faster response time
Overall Patient Satisfaction

Before: 60% satisfaction rate

After: 90% satisfaction rate

Result: 50% improvement in patient satisfaction

Enhance Patient Engagement While Ensuring Compliance with Smart Automated Messaging!

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